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AI-Powered ITSM Consulting Services
Empyra's ITSM consulting services help organizations design, implement, and continuously improve IT Service Management consulting using ITIL best practices and AI-first platforms like Jira Service Management. Our certified IT Service Management consultants go further — automatically classifying tickets, predicting incidents, and surfacing knowledge in real time.
Unlike traditional ITSM, our AI-powered approach goes further, automatically classifying tickets, predicting incidents before they escalate, deflecting repetitive requests via virtual agents, and surfacing knowledge in real time. The result: faster resolution, lower costs, and IT operations that proactively serve your business rather than just reacting to it.
Trusted by 1000+ happy Enterprises Globally
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Next-Gen, AI-First ITSM Solutions to Power Enterprise Success
As organizations scale, traditional ITSM tools struggle to keep pace with rising service expectations, cross-functional complexity, and the demand for instant, personalized support. Next-gen IT Service Management consulting, led by platforms like Jira Service Management and Atlassian Intelligence, brings AI-powered agility to enterprise service delivery.
With AI at the core, teams can automatically classify and route incoming tickets, have virtual agents resolve repetitive L1 requests without human intervention, get intelligent suggestions for faster issue resolution, predict SLA breaches before they happen, and generate instant incident summaries for faster handoffs.
Our IT Service Management consultants help every team — from IT to HR, Finance, and Facilities — deliver faster, AI-assisted support while reducing costs and eliminating silos. According to Forrester, 80% of organizations are already extending service management beyond IT, and AI is the engine making that expansion sustainable.
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Of L1 tickets auto-resolved by AI virtual agents
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Reduction in agent workload through intelligent automation
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Faster MTTR with AI-powered predictive incident management
Empyra’s Atlassian Tool Stack
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Why Choose Empyra as your ITSM consulting Services Partner?
Choosing the right IT Service Management consulting partner makes the difference between a technology project and a true business transformation. Empyra's IT Service Management consultants combine 30+ years of IT experience, certified Atlassian expertise, and a deep commitment to AI-first service management. We don't just implement platforms — we configure intelligent, self-improving service environments that get smarter as they scale.
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Decades of Experience
We have been doing IT consulting for 30 years. We have a lot of knowledge about enterprise service management.
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Certified Atlassian Experts
You will work with consultants who are certified by Atlassian and who specialize in Jira Service Management and other ITSM tools.
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AI-First ITSM Expertise
We configure and activate Atlassian Intelligence features — including AI virtual agents, smart triage, predictive analytics, and automated knowledge suggestions — so your service desk is smarter from day one, not just faster.
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Customized ITSM Solutions
We do not think that one solution fits all companies. Our solutions are tailored to meet your business needs and objectives.
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Agile and Scalable Delivery
Our ITSM implementations are agile, scalable and adaptable to changing business environments.
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End-to-End Support
Empyra supports your ITSM journey from assessing and planning to rolling out and optimizing.
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Proven Integration Expertise
We can connect Jira Service Management to your existing tools and infrastructure.
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User Training and Enablement
We train your teams so they have the skills and confidence to use and improve your ITSM platform.
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Ongoing Optimization
We help you improve continuously with audits, performance tuning and managed services.
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Client-Centric Approach
We prioritize your goals, timelines and success metrics because your success is what we are committed to and every IT Service Management consultant on our team is dedicated to making our ITSM consulting services work for you.
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Faster Time to Value
Our rapid deployment models combine proven templates with AI-accelerated configuration to deliver results quickly. AI auto-classification and virtual agents begin resolving tickets from the very first day of go-live — reducing backlog before you've even completed rollout.
Our ITSM Consulting Process
Our ITSM consulting services follow a proven IT Service Management consulting approach designed to implement ITSM, streamline service workflows, and maximize the value of Jira Service Management. Each phase is led by an experienced IT Service Management consultant who ensures measurable outcomes at every stage.
We evaluate your current ITSM environment — tools, workflows, team capabilities, and ITIL alignment — using AI-assisted diagnostic tools that benchmark your maturity against industry peers. Our assessment automatically surfaces gaps, prioritizes improvement areas, and identifies the highest-impact automation opportunities based on your actual ticket and incident data.
We build a tailored ITSM roadmap and AI transformation strategy — covering the right platform, AI feature enablement plan, integrations, phased timelines, and measurable KPIs. Every recommendation is grounded in data from your assessment, ensuring a scalable, low-risk transformation path aligned to real business outcomes.
Our certified experts configure JSM end-to-end: service portal design, request types, SLA setup, escalation rules, and workflow automation. Critically, we activate Atlassian Intelligence features — AI virtual agents, smart triage, automated knowledge suggestions, and incident summarization — so AI is built in from go-live, not added later.
We migrate your ITSM from legacy tools like ServiceNow or BMC to Jira Service Management with zero data loss and minimal downtime. Our migration methodology includes an AI readiness assessment to identify which existing workflows can be immediately enhanced with automation and AI upon migration.
Post-launch, we continuously improve your ITSM environment using AI analytics to surface performance trends, predict SLA breaches, and recommend new automation opportunities. Regular reviews expand your Enterprise Service Management footprint — extending AI-powered service delivery beyond IT to HR, Finance, Legal, and Operations.
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See How Our ITSM Consulting Services Victoria Secrete Helped to Scalable IT Operations
Victoria’s Secret – Case Study
What Our Customers Have to Say
"Empyra has been extremely helpful in getting Cohen & Company’s Atlassian environments up and running. They have been able to provide great guidance in the options available and also have been able to execute on implementation of those options in a timely and effective manner. They have helped us bring in other departments outside of IT to utilize the service desk options to manage requests and workflows with great reviews from those teams."
Chief Technology Officer
Cohen and Company
"The Empyra consultant has allowed us to take the use of Atlassian's Jira product to new levels across the organization, providing significant improvements in workflows in IT as well as many Finance and Operations teams. There have been some complex requests that Empyra have dealt with, and all have been completed professionally, collaboratively, and efficiently. Empyra have always been super responsive, and are keen to work with the various OTC teams to solve their individual business needs."
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Roger Abrahams, Senior Vice President - IT
OTC Industrial Technologies
"As our exclusive Atlassian partner, we brought Empyra in to plan, execute and manage our Atlassian migration to the cloud. From pre to post migration activities and support, Empyra was there to support our project team every step of the way. The migration went as smoothly as possible, and there was no major impact to our business operations."
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Sr. Manager, Portfolio Management
"I was very pleased with the consistent can-do attitude the Empyra team brought to each meeting, they quickly came up with solutions, suggestions, recommendations on our various challenges and pitfalls during the migration. My team and I really appreciated that the Empyra team made themselves available 24/7 to troubleshoot with us or answered any questions raised in a timely manner."
Sr. Manager, Portfolio Management
"I'd like to extend a heartfelt thank you to the Empyra team for their exceptional support during our migration of Confluence and Jira from server to cloud including 14 managed apps. Their expertise and dedication were instrumental in navigating this complex transition smoothly. We truly couldn't have achieved this milestone without their guidance and hard work. Their efforts were a crucial factor in the success of our migration project, and we are deeply appreciative of their partnership. Thank you, Empyra, for being such a reliable and effective ally in our journey to the cloud!"
Gavi Ornelas-Morales, Tools Support, Supervisor
University of California Office of the President
Book a free consultations with our ITSM experts
Let’s talk about your challenges and how we can solve them—fill out the form and start your Atlassian journey with confidence.
JSM can deliver an ROI of over 250%. Download the Total Economic Impact of JSM for more insights.
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